Job description
About the Job:
The LaunchDarkly Global Professional Services (GPS) team is seeking a Senior Manager, Professional Services to lead and scale our rapidly growing consulting practice in North America. At LaunchDarkly, we believe modern software teams unlock innovation by controlling how they deliver and release software. Our mission is to empower customers to achieve faster, safer, and more impactful releases. The Professional Services team has proven to be the key to help guide customers to succeed in their transformation journey as they scale LaunchDarkly across the entire enterprise.
The Sr. Manager, Professional Services will own a book of business across Enterprise, Strategic, and Corporate accounts, designing, selling, and delivering customer programs that drive measurable outcomes and long-term adoption. This highly visible leadership role blends strategic customer engagement, pre-sales engagement, and program delivery with team building and operational discipline.
With the Professional Services business having tripled in size in the last year, this is an opportunity to join a rocket ship and help shape the next stage of our growth.
Responsibilities:
Team Leadership & Growth
- Lead, coach, and scale a team of consultants and engagement managers, fostering a high-performance culture centered on customer outcomes, technical excellence, and continuous learning.
- Recruit, mentor, and retain top talent, building clear career paths and a services organization designed for scale.
- Build a culture of force multiplication, empowering the team and partners across the revenue organization.
Customer Engagement & Delivery Excellence
- Oversee delivery of customer-facing engagements, ensuring quality, timeliness, and alignment with customer goal, ensuring successful delivery and adoption of the LaunchDarkly platform.
- Act as an escalation point for high-profile or strategic customers, maintaining LaunchDarkly’s “Customers on Speed Dial” culture.
- Ensure consistent delivery methodologies, governance, and program frameworks across all accounts.
Program Design & Execution
- Design and deliver services programs tailored to Enterprise, Strategic, and Corporate customers, balancing digital-led and high-touch models.
- Build structured enablement programs for internal teams and customers to accelerate adoption.
- Execute strategic initiatives that evolve the Professional Services function in lockstep with LaunchDarkly’s growth trajectory.
Pre-Sales & Services-Led Growth
- Partner with Sales and Account Executives to grow the size and scope of Professional Services engagements.
- Mentor AEs on selling services and promote a services-led sales cycle, increasing attach rates and deal velocity.
- Lead scoping and discovery efforts, producing well-defined Statements of Work and adoption roadmaps.
- Upskill Solutions Architects on services best practices to extend reach and impact across the field.
- Define and continuously refine a pre-sales process and services rate card to ensure both customer value and profitable growth.
Cross-Functional Alignment
- Collaborate with Sales, Customer Success, and Product teams to align Professional Services with broader revenue and adoption strategies.
- Drive alignment between pre-sales and delivery motions for seamless customer experiences.
- Partner with Product and Marketing to develop services plays, thought leadership, and scalable offerings.
Business & Commercial Performance
- Own Professional Services revenue, utilization, and margin targets, ensuring predictable and profitable business outcomes.
- Drive net dollar retention (NDR) by aligning services to customer expansion, adoption, and renewal motions.
- Manage forecasting, pipeline health, and delivery reporting against both short- and long-term objectives.
- Establish balanced metrics to measure financial performance, attach rates, and customer outcomes.
Qualifications:
- 12+ years of experience in Professional Services, Consulting, or related roles with at least 3 years in leadership.
- Proven ability to design and deliver services programs within a book of business spanning Enterprise, Strategic, and Corporate accounts.
- Strong commercial acumen: demonstrated experience owning services revenue, utilization, or renewal quotas.
- Track record of scaling teams and building repeatable services practices in high-growth environments.
- Experience mentoring Sales teams on services-led selling and increasing attach rates.
- Strong executive presence with ability to engage confidently at the C-suite level.
- Analytical mindset with ability to leverage data to measure performance, spot trends, and make informed decisions.
- Deep knowledge of modern software delivery practices (e.g., DevOps, CI/CD, Feature Management, Progressive Delivery).
- Excellent communication, facilitation, and project management skills with a collaborative, customer-first mindset.
- Technical bachelor’s degree required; MBA or equivalent experience preferred.
- Ability to travel up to 20–30% to support customer engagements, pre-sales activities, and team development.
- Performance Metrics:
- Documented, repeatable pre-sales process for Professional Services.
- Services attach rate growth and increased average engagement size.
- Retention and career progression of Services talent.
- Achievement of revenue, utilization, margin, and NDR targets.
- Successful delivery of clearly scoped customer programs with measurable business outcomes.
- Increased cross-functional enablement (AEs, SAs, CSMs) in services-led motions.
- Customer adoption and value realization tied directly to LaunchDarkly platform usage.
Pay:
Target pay ranges based on Geographic Zones* for Level M2:
- Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $167,000 - $229,000**
- Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $150,000 - $206,000**
- Zone 3: All other US locations - $141,000 - 195,000**
LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.
*Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.
**Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
About LaunchDarkly:
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare “big-bang” technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
- Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We’re building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at [email protected].
Do you need a disability accommodation?
Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.
